Emirates Group Facilities Management team, supports our extensive commercial hotels and residential property portfolios. Their aim is to constantly improve customer satisfaction and happiness through dedicated and quality service.
As a Business Support Officer, you will provide comprehensive system services and support to business units by ensuring that business needs are reflected fully into the supporting systems either through development or exploitation. The individual should be able to identify and understand business needs and objectives suggest practical functional solutions and evaluate conflicting requirements. This includes being the centre of excellence to ensure that systems are supporting business initiatives, either through business data management or defining the functional change requirements in projects and / or enhancements, ensuring such changes are business tested, communicated and trained to the business users.
In this role, you will:
- Assist the end-user community in using and utilising the systems efficiently and use operational and applications expertise to recommend initiatives to improve the overall user experience
- Collate and document user requirement specifications for information systems in liaison with IT & other support departments
- Prepare test plans for user acceptance testing, perform the testing, report the deviations through proper documentation and ensure the system is delivered in accordance with the specification. Conduct post implementation health checks
- Prepare necessary training plans for the planned release of systems and set up a procedure for identifying the users and their training requirement on an ongoing basis
- Conduct system administration tasks by maintaining the reference data and the user access control accurately, regularly monitor the system performance and initiate corrective measure if required
- Provide 1st level technical support for business operating systems across the user community/ Provide advice on functionality and on all applications during normal day to day operations. Formally raise end user complaints, track and follow up with EGIT keeping end user informed on progress and resolution
- Support end user community on functional clarifications. Provide workarounds for application functionality to ensure uninterrupted operation. Participate in functional implementation support for new enhancements and projects.
- Provide adhoc and planned internal training or support for business units during the deployment of new application or enhancements, if required.
- Produce reports using different tools available in the IT catalogue to support the department on operational statistics and performance monitoring.
- Execute user acceptance testing based on the prepared test scripts and provide documentation of the results for review prior to roll out. Archive the test scripts and results for reporting and future references.
